The Anti-Red Tape Authority (ARTA) said Friday it has launched an investigation into a complaint over the Home Development Mutual Fund (Pag-IBIG) over service delays at its Caloocan branch.
The complaint, filed by a private citizen, alleges a violation of Section 21(e) of Republic Act No. 11032, also known as the Ease of Doing Business and Efficient Government Service Delivery Act.
ARTA said its investigators found that the delays occurred between Dec. 10 and Dec. 11, 2025, during a period of system downtime that stalled record verification and information updates.
Special investigators reviewed surveillance footage and interviewed staff to confirm the outage. While the agency noted that Pag-IBIG personnel provided alternative manual services and guided clients toward the Virtual Pag-IBIG App, ARTA determined the delay still breached the law.
The investigation also identified staffing shortages as a contributing factor to the slow service delivery.
Under the law, government agencies should process requests within prescribed timeframes unless a specific justification is provided.
ARTA issued a show cause order on Dec. 22, 2025, requiring the Pag-IBIG Caloocan branch head to submit a formal explanation regarding the incident.
The authority said it remains committed to monitoring the case and addressing all complaints to ensure efficient government service.
While the specific financial impact on the complainant was not disclosed, the agency oversees transactions that often involve significant sums, including housing loans frequently valued at P1 million or more.
ARTA said it continues to emphasize that administrative hurdles should be minimized to maintain a 100 percent compliance rate with national service standards.
